There are a number of web based SaaS applications for bug tracking. Haven't really used too many but off the top of my head I recall doing trials of:
They're generally mostly the same, paid versions are worth it as they give fully functional client-facing portals where your clients can report/monitor/approve issues.
That last one might be a good place to start, as Axosoft offers their bug tracker for free in hopes that you will eventually pay to upgrade to their complete project management suite.
We use a custom FileMaker based system for FileMaker projects.
* Get ( FileName ), Get ( LayoutName ), etc.
* Emails to the team
* FileMaker tables to store issues and track actions
That is the basics that might help you get you started on a system to match your specifications.
Yup, I do something the same as Tony, extend it so that clients can access a view of the status etc using WebDirect
We used Zendesk for years and dropped it in favor of FreshDesk. It's a lot simpler and free for up to 3 agents. Its integration with Jira is a snap (as opposed to Zendesk) and you can create tickets from FileMaker using cURL.
Same here. The "roll your own" version I created nearly a decade ago is still in use and took maybe a half an hour to create.
Hi Tony, Tim and Vyke
I am certainly up for developing a solution in FM although a little concerned about the time it would take to design and polish to a really workable system. The benefit of course is that one is in control of the functionality and the data, unlike with web-based tools.
I took a look at the old Issue Tracker Template from FM10 days and thought it too simplistic. Do you (or anyone else) have suggestions for the core tables and layouts I would need to build? Deducing the internal design of Pivotal Tracker might be possible I suppose.
Well, your base tables would be something like:
I prefer using table based value lists so in addition to the tables above:
You need views for Creating, Editing, Read only for issues/customers/developers.
You need a Dashboard, based on the global table, detailing open issues, closed issues, high priority issues etc.
This is a fairly easy one to implement and one of the examples I used to teach students with years ago.
One idea is to start with a single table called "HelpRequest" and build from there as needed and time allows.
Here is a video that has many good ideas:
Jerry Salem FM Academy - Simple User Feedback System
Hope that helps.
As Vyke Says,
I also get the user account, layout name, layout base table, record UUID
I think you can find a mix between a web based system and FileMaker.
One of the biggest problems we have with support tickets is the lack of information from the user. For example, a customers opens a ticket saying: "This solution is not working, I can't create quotes". Then we say: "Yeah thank you, very helpful ".
What if you could have a solution that sends all the metadata the customer is not telling you. See this example.
Your user is in the customers module and can't find some information:
The he/she selects an option to create a support ticket:
And gives you her brief description:
When user clicks on the "Create Ticket" button it send all the information to the help desk and receives a response from the server:
And the ticket looks like this:
See all the information that comes below the user's message?. All that metadata is provided by your FileMaker solution and helps you a lot to understand what's going on without asking for more information unless necessary.
We've integrated our FileMaker solution with FreshDesk to get the best of both worlds without reinventing the wheel.
If you want, I can give you a sample file next week. This week is full with things to do.
Hope you find this useful.
What great advice to anyone starting out with serious Filemaker development! Thanks to all who have contributed to the answer.
There is, of course, no one 'correct' answer but here is what I have taken away and am putting into practice:
Every Filemaker database application can benefit from an easy to find and complete User Feedback dialog. This should be accessible from every layout so that the error can be captured at the moment the issue arises, with relevant metadata being collected behind the scenes. An option to take a screenshot should usually be available (on the Mac the 360Works ScriptMaster can do this).
The issues can be collected into a Feedback table within the application and/or be sent by email or URL PUT to a remote tracker.
A simple Filemaker Issues database with layouts for adding Issues; and for displaying, filtering and sorting summaries of those Issues, can be useful to the developer. This can be extended as needed with change logging and release scheduling etc.
Alternatively, rather than rolling your own, there are several Issue Tracking systems available of varying complexity that might be more suitable if team development is anticipated (see contributions in this thread).
A combination of in-built Issue Reporting for users and a flexible web-based tracker looks to give a really slick development environment. The final choice depends on how many client users you have, how many developers support the system, and the resources available to either develop in-house or buy into a web-based solution.
I am starting to build a simple Filemaker Issue tracker and adding user feedback to my applications. I'll see whether that is sufficient before deciding on more sophisticated solutions.
Thanks again to all on this thread for your advice.